Junior IT Support (L1)

TG Malaysia; Johor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A specialized technical support center in Malaysia is looking for candidates to provide 1st level troubleshooting and support for complex products. Responsibilities include responding to incidents, performing troubleshooting on various systems, and ensuring adherence to standard operational procedures. Candidates must have at least 1 year of experience in IT support, possess a Bachelor's degree, and have excellent English communication skills. Willingness to work 12-hour shifts is essential.

Qualifications

• Minimum 1 year experience in IT support service desk / network security support.
• Excellent command of English, both written and spoken (MUST).
• Willing to work 12-hour shifts.

Responsibilities

• Perform log & route to Tier 2 or Resolver Team(s).
• Perform 1st level troubleshooting on EUC/Server/Network.
• Respond to the incoming enquiries/incident/request through various channels.
• Ensure daily tasks are executed according to SOP.

Skills

Office 365 (Word, Excel, PowerPoint, Outlook, Teams, SharePoint/OneDrive)

MS Excel (Pivot, filter, graphs)

MS Windows

Basic Desktop Troubleshooting & Resolution

Basic Network Troubleshooting & Resolution

Basic Security Troubleshooting

BMC Remedy / ServiceNow

Cloud Telephony system

SIEM

Solar Winds

Firewall IDS/IPS

Education

Bachelor's Degree

Tools

MS Defender

MS Sentinel

Job description

Specialized call center that provides technical support and customer service for complex products or services. They focus on resolving complex issues beyond standard support channels, offering 24/7 multilingual support to serve a global audience.

Job Responsibilities

• Perform log & route to Tier 2 or Resolver Team(s)
• Perform 1st level troubleshooting on EUC/Server/Network
• Basic POS troubleshooting
• Application troubleshooting
• Respond to the incoming enquiries/incident/request (Call, Email, Webchat, EUP, IVR handling)
• Password reset and unlock.
• Provide timely status update on issues escalated and to close tickets within service level agreement.
• Ensure daily tasks are executed according to SOP (Standard Operation Procedure)

Job Requirements

• Open for Malaysia citizen ONLY
• Minimum 1 year experience in IT support service desk / network security support
• Minimum at Bachelor level
• Excellent command of English, both written and spoken (MUST)
• Willing to work 12-hour shifts.
• Good to have: Possess an ITIL4 Foundation Certificate

Technical skills

• 0ffice 365 (Word, Excel, PowerPoint, Outlook, Teams, SharePoint/OneDrive)
• MS Excel (Pivot, filter, graphs)
• MS Windows
• MS Sentinel
• MS Defender
• Basic Desktop Troubleshooting & Resolution
• Basic Network Troubleshooting & Resolution
• Basic Security Troubleshooting
• BMC Remedy / ServiceNow
• Cloud Telephony system
• SIEM
• Solar Winds
• Firewall IDS/IPS

Non - Technical skills

• Good communication skill
• Good customer service skill